Guest Service
For over 40 years, I have worked either in a casino, or with a casino, to deliver a proper gaming experience to players from all over the world. I have worked in northern Nevada, where I cut my teeth as a break-in lumpy, to just about every other state in the Union, from every province…
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Janet Hawk answers boldly at the 2024 Raving NEXT: Indian Gaming Strategic Operations & Leadership Conference. In today’s fiercely competitive casino and hospitality industry, the key to sustained success lies in fostering loyalty among players and delivering consistent exceptional guest service and a sales-focused player development program. Ready to turn your team into sales-driven service…
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Hello from Big Sky Country , Montana! I have the privilege of working with gaming and hospitality teams across the country, and no matter what we’re talking about, guest service, leadership, player development … the success of any program, comes down to the spirit of every individual on that team. The power of one, baby. Years…
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It’s that time of the year again – the moment to swap those loafers for sneakers or opt for snazzy running shoes, or whatever suits your style. Step out of that office chair and onto the floor. You’re embarking on a journey of observation, immersing yourself in the frontline operations to witness firsthand how your…
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Hi. How ya doin? Nice to see you … Thanks for reading … How ya’ been? It really is a pleasure … And it’s very simple, these phrases. They all have one thing in common. They are greetings, or if you will … expressions of welcome. They have no other meaning, no hidden agenda, no…
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In this interactive roundtable, we cover the building blocks for turning your guest service program into so much more! When you add accountability, culture, reward, recognition and team member empowerment, the results go way beyond smiles and “hellos.” Janet Hawk – Raving’s VP of Player Development and Guest Experience and Melissa Jones, Team Member Development…
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The guest experience in the hotel industry has seen some dramatic changes over the past year. Here to put those changes into perspective is Raving’s Hospitality Partner, Brett Magnan. If you don’t know Brett or his backstory, listen in. He started his lifelong journey in hospitality – as a kid growing up in the hotel business…
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Sure, we exhaust ourselves almost daily with what we DON’T know. When will it be safe to be at full capacity? When will all of our guests feel 100% comfortable and return to our resorts? When will we be able to gather socially or conduct business without concern? We shake our snow-globes, peer into our…
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In this week’s Raving On Air, we check in with Raver’s Steve Browne, Raving Partner, Guest Service and Player Development and Paula Allen, Director of Leadership Development and Guest Services 7 Cedars Casino and Enrolled Tribal Citizen of Jamestown S’Klallam Tribe. Browne and Allen deliver a one-two punch: Browne has established guest service programs across…
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How to address fear, tension, resistance and fatigue Ready or not, here we go! We are coming out of our burrows and blinking in the light of this new world. Reopening is happening and we are entering our new normal. Businesses are taking great pains to make their spaces safe, but we need to think…
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